| The objective of this research is to examine the satisfaction of the congregation members towards the service quality through diserepancy analysis between the congregation expected and the service performed by the Maleo Raya Indonesian Christian Church (GKI Maleo Raya). This study is also concerned to find out the significant service. The research has conducted by survey method, by distributing questionnaires to a hundred congregation members of GKI Maleo Raya. Sampling studies using non-probability sampling by convenience sampling technique. Data analysis has performed with Wilcoxon signed-rank test, Service Quality in order to observe the difference between service performance and service expectations and the Cartesian diagram to show the significant service attributes to be observed for further congregation members satisfaction. The results indicate that the expected service values are still higher than the performed service values within the Wilcoxon signed-rank test. The Servqual analysis also shows that all the service attributes have the negative value (-), which means that performance service is less than the expectation services. The Cartesian diagram displays the eleven prior all service attribute, which as not fulfilled the expectations of the congregation members. There are 16 attributes which are considered as the low category, yet the performance is above normal. |